Designing for Trust
summary
Three concrete principles: hide technical detail by default while linking to full methods, use targeted user research to ask realistic questions and run formative diary studies, and write plain-language summaries that replace hundreds of legal pages. Case study: the Quality Payment Program for Medicare (55 million beneficiaries, ~3.5% GDP) replaces three separate sites with one web+API submission flow, adds confirmation and editable submissions after upload, and orders algorithmic explanations to match model weighting; result: submissions feel too easy at first but usability and trust measurably improve. confirmation feedback
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chapters (17)
- 0:00Start
- 3:46The Future of Healthcare Should Be Focused on Empowering Patients
- 5:54Medicare
- 7:06Why Designing for Trust Matters
- 7:27Why Does Designing for Trust Matter
- 10:02Customer Journey Map
- 12:48Three Lessons That I'Ve Learned When It Comes to Designing for Trust
- 13:47Principles of Designing for Trust
- 13:59Often Less Is More
- 17:18Ask the Right Questions
- 22:37More Resources on Content Strategy
- 23:20Quality Payment Program
- 26:02Results of Asking the Right Questions
- 29:15The Appeals Benefit Process
- 40:17Types of User Research
- 40:30Formative Research
- 41:07Usability Testing
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